Setting import mail project options

If you use a dedicated email address for customers to send issue reports to, you can import emails sent to that account to the Helix ALM project to track them.

1. Choose Tools > Administration > Project Options.

The Project Options dialog box opens.

2. Select Import Mail from the Issues category.

3. Select Enable importing issues via email to enable email import and enter the email account information.

Note: Helix ALM cannot determine which project an email should be imported into and cannot differentiate between personal and business email. Use a dedicated email account to ensure only emails that include issue information are imported to the project.

Select the email Protocol to use to receive tracked email. You can use POP or IMAP.
Enter the Host IP address or domain name.
Select the SSL protocol to use to encrypt communication between the mail server and Helix ALM Server. You can use the Negotiate, SSL 3.0, STARTTLS 1.0, or TLS 1.0, 1.1, or 1.2 protocols. Select <not set> if you do not want to use a secure protocol.
Enter the Port number. The default POP port is 995 if you select an SSL protocol and 110 if you do not. The default IMAP port is 993 if you select an SSL protocol and 143 if you do not.
Enter the Username and Password. Leave the password field empty if a password is not required. Do not use the same username as the return email account configured in the Send Mail project options. Helix ALM can get stuck in a loop if an email account uses an auto-reply and you configure Helix ALM to send an acknowledgment after importing mail.

Click Test Connection to validate the connection to the mail server. The Connection Test Results dialog box opens. If the test connection fails, you can copy and paste the text into an email or text file and send it to your system administrator for help. Click Close to close the dialog box.

4. Enter or select any additional options.

Time to wait for initial connection response specifies how many seconds the Helix ALM Server waits for an initial response from the email server. If a response is not received in the specified time, Helix ALM cannot import issues from the email server and reattempts the connection based on the Look for new emails value.
Time to wait for other connection responses specifies how many seconds the Helix ALM Server waits for connection responses from the email server after the initial connection. If a response is not received in the specified time, Helix ALM cannot import issues from the email server and reattempts the connection based on the Look for new emails value.
Look for new emails specifies how often to check for new emails to import.

Note: You can also choose File > Import > Perform Server Import to manually import email at any time.

Email an acknowledgment to the submitter automatically emails the issue submitter using the content of the selected email template.
Enter next sequence number in issue’s Reference field enters the next available sequence number in the issue Reference field. You can set the next available sequence number in the Issues project options. See Setting issue project options.

5. Click OK to save the changes.